POSITION TITLE Manager, Claims Customer Service
POSITION LOCATION This position is available to Virginia residents as Richmond or Lynchburg, Virginia hybrid in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.
YOUR ROLE As an Operations team member, you'll play a crucial role in delivering world class customer service and capabilities to our policyholders-now and in the future. In this role, you will lead a team of non-exempt Senior Customer Service Representatives (CSRs), building a high-performing and engaged service culture that delivers consistent, high-quality experiences. You'll drive team performance through coaching and development, ensure service and operational goals are achieved, and collaborate across teams to strengthen processes and improve outcomes for customers.
WHAT YOU WILL BE DOING - Lead and develop a team of 12-15 associates to deliver high-quality, phone and transaction-based customer service, fostering an inclusive, collaborative environment aligned to Genworth | CareScout values
- Set performance expectations and oversee daily operations, using data and insights to monitor results, drive accountability, and optimize service delivery and team effectiveness
- Champion a culture of empathy, professionalism, and accountability by modeling strong interpersonal effectiveness and navigating challenging conversations with confidence and care
- Coach and support associates through regular feedback, call listening, and development conversations to strengthen performance, build capability, and enhance the overall customer experience
- Serve as a point of escalation for complex customer and associate issues, ensuring thoughtful, timely resolution while reinforcing a customer-first approach
- Leverage data and observations to identify trends, performance gaps, and opportunities to enhance processes, service quality, and team outcomes
- Partner with leadership and cross-functional teams to align on priorities, support business initiatives, and drive continuous improvement across the customer experience
- Foster team engagement by recognizing contributions, reinforcing positive behaviors, and building a high-performing, values-driven culture
- Support additional initiatives and responsibilities as needed to meet evolving business needs and team objectives
WHAT YOU BRING - 2+ years of experience leading, coaching, and developing high-performing teams, with a demonstrated ability to provide clear direction, feedback, and support to drive engagement, accountability, and results
- Strong verbal and written communication skills, with the ability to build relationships, influence, and collaborate effectively with internal and external stakeholders
- Ability to analyze and interpret data, identify trends, and use insights to drive decisions that improve service, productivity, and operational performance
- Demonstrated ability to adapt to change, manage evolving priorities, and support or lead process improvements and business initiatives
- Strong business acumen, with the ability to balance multiple priorities and contribute to operational and strategic objectives
- High level of professionalism and accountability, with a focus on delivering results and supporting team and customer success
NICE TO HAVE- Bachelor's Degree or a minimum 4+ years prior leadership experience
- Prior leadership experience in a contact center environment, specifically Claims contact center
- LOMA, AHIP, or other Insurance Industry designation(s)
EMPLOYEE BENEFITS & WELL-BEING Genworth employees make a difference in people's lives every day. We're committed to making a difference in our employees' lives.
- Competitive Compensation & Total Rewards Incentives
- Comprehensive Healthcare Coverage
- Multiple 401(k) Savings Plan Options
- Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
- Generous Paid Time Off - Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
- Disability, Life, and Long Term Care Insurance
- Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
- Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
- Caregiver and Mental Health Support Services
ADDITIONAL - The base salary pay range for this role starts at a minimum rate of $58,800 up to the maximum of $102,500. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 10% of your base compensation. The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.
- At this time, Genworth will not sponsor a new applicant for employment authorization for this position.
